Director, Acquisition & Retention

What's in it for you as an employee of QFG?

• Health & wellbeing resources and programs

• Paid vacation, personal, and sick days for work-life balance

• Competitive compensation and benefits packages

• Work-life balance in a hybrid environment with at least 3 days in office

• Career growth and development opportunities

• Opportunities to contribute to community causes

• Work with diverse team members in an inclusive and collaborative environment

This job posting is for an existing vacancy.

We're looking for our next Director, Acquisition & Retention. Could It Be You?

The Director, Acquisition & Retention is the executive business owner for the most critical revenue-generating phase of the client lifecycle: the transition from prospect to funded, active client. This role is responsible for maximizing "Conversion Velocity" by eliminating operational and psychological friction during the onboarding and funding process.

Leveraging a sophisticated background in Sales Effectiveness and Strategic Planning, this leader is the architect of the firm's Growth Infrastructure. You are responsible for integrating the specialist-led "Save" teams and acquisition squads into a unified "Hybrid Inbound/Outbound" engine. You own the Scale Paradox for the growth vertical: ensuring that as marketing lead volume increases, the conversion efficiency and client "save" rates improve through superior lead-logic, systemic automation, and a culture of "Extreme Ownership."

Need more details? Keep reading…

In this role, responsibilities include but are not limited to:

Service Delivery & Growth Velocity

• Conversion Command Center: Orchestrate a specialist-driven "Growth Middle Office" that manages the complex transition from lead to funded account. Direct the strategic evolution of Multi-Channel Engagement, ensuring that dialer strategies, SMS, and voice interactions are optimized for maximum conversion and retention.

• Strategic Capacity Partnership: Collaborate with the centralized Workforce Management (WFM) team to optimize the deployment of resources. Ensure peak conversion service levels during high-intensity periods (e.g., RRSP Season) by translating marketing spend and lead-gen forecasts into actionable pod scheduling requirements.

• Culture of Extreme Ownership: Foster a culture where specialists act as "Journey Owners," ensuring they possess the deep product expertise (Options, Registered Plans, Precious Metals) required to provide high-fidelity technical guidance that builds immediate trust and funds accounts.

• Growth Scorecard Management: Own the aggregate pod performance metrics, including Funding TAT, Lead-to-Funded conversion ratios, Propensity-to-Attrite "Save" Success Rates, and NPS for new clients.

Product Strategy & Growth Infrastructure

• Growth Infrastructure Roadmap: Serve as the primary executive stakeholder for the "Acquisition & Retention" technology roadmap. Prioritize the optimization of CRM (Salesforce) Lead Logic, automated dialer management, and self-service "Save" tools.

• Friction Economics: Quantify the "Cost of Friction" in the onboarding journey; prepare board-ready business cases to secure Product/Engineering investment for Straight-Through Onboarding and automated account funding.

• AI-Enabled Transformation & Scaling: Champion the strategic adoption of AI and Predictive Analytics within the pod; collaborate with AI Engineering to deploy solutions such as Propensity-to-Churn Modeling and automated lead nurturing to enhance retention before clients take action to leave.

• Cross-Functional Design: Collaborate with Marketing, Product, and Engineering to ensure that top-of-funnel marketing initiatives are perfectly aligned with downstream operational capacity and execution capabilities.

Strategic Sales-Ops Integration & Governance

• Sales-to-Ops Hybridization: Act as the primary executive bridge between Marketing/Sales channels and the back-office. Ensure that growth initiatives are operationally supported and that sales-driven leads are transitioned into funded accounts with zero "funnel leakage."

• Retention Governance & Protocol: Establish and enforce the enterprise-wide "Save" protocols, ensuring that specialized retention competencies are embedded into the service model to protect the firm's AUM.

Leadership Attributes

• Entrepreneurial Boldness: Drives a culture of urgency; views every "stalled" account as a lost opportunity for the client and the firm.

• Passion for Customers: Deeply understands the client's perspective during the high-anxiety phase of moving their first dollar to Questrade.

• Talent Mastery: Invests time in inspiring and developing a team capable of balancing high-volume processing with high-touch relationship management.

So are YOU our next Director, Acquisition & Retention? You are if you…

• Have a University degree in Business, Finance, or Engineering. An MBA or advanced professional certification in Strategic Sales (e.g., Korn Ferry/Miller Heiman) is highly preferred.

• Have 10+ years of progressive leadership experience in Financial Services or Fintech, specifically senior sales leadership and financial accountability with a proven track record of delivering bottom-line commercial results against a substantial sales budget and driving scalable growth.

• Have 5+ years' experience in a senior sales management or revenue operations role, with demonstrated success leading large, high-performance teams (40+ people capacity) within a high-volume, hybrid inbound/outbound contact center environment.

• Have authoritative expertise in Sales Effectiveness frameworks, with a clear history of translating these methodologies into high-impact digital/voice "playbooks" that directly accelerate conversion velocity and maximize revenue.

• Have advanced experience with Salesforce (CRM) architecture, dialer management systems (e.g., Genesys), and marketing automation tools.

• Have product ownership & ROI expertise, with a proven ability to build compelling business cases for tech investment by quantifying the impact of conversion friction on top-line revenue.

• Have exceptional skills in translating complex conversion funnels and churn data into actionable insights. Familiarity with SQL, Power BI, or Tableau is a significant asset.

• Have strong executive presence with exceptional presentation skills; strong ability to influence Marketing and Product executives to align roadmaps with operational realities.

• Are creative, adaptable, and a team player with an infectious positive attitude and a drive to lead the industry in "Conversion-to-AUM" metrics.

Sounds like you? Click below to apply!

#LI-Hybrid

#LI-LB1